Customer experience, one of the three goals of the healthcare industry’s “triple aim”—cost, quality and experience—is gaining traction among health plans, now more than ever. Yet despite having an encouraging consensus on the importance of customer experience, progress on improving experience has been slow, especially on the employer-sponsored plan side.


To explore the current state of customer experience across health plans, ZS conducted a customer experience research study with nearly 2,500 plan members. The study was designed to understand the current experience along the customer journey for both Medicare Advantage and employer-sponsored plan members. While we conducted this study before the COVID-19 pandemic, we believe that it’s important for health plans to digest these findings and understand the key drivers of customer experience as we move toward healthcare’s “new normal.”